Workforce and Quality Analyst

Western Governors University•Salt Lake, UT

About The Position

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Professional 303 Pay Range: $45,300.00 - $67,900.00 Job Description The Workforce and Quality Analyst will have a thorough understanding of Assessment Services and or Student Services processes and procedures. The Workforce and Quality Analyst will support strategic communication with Specialist, Supervisors and Managers by monitoring call, cases and chat volumes. The Workforce and Quality Analyst will be responsible for documenting and communicating all issues that impact service level agreements (SLA) while ensuring all staff are efficiently utilized and in the proper channel/task. This will include exception management and applying mitigation tactics when vendor and internal site outages occur. to training materials, as needed, to improve the overall experience ALL INTERNALS MUST APPLY BY: 4:20:26 The Workforce and Quality Analyst will have a thorough understanding of Assessment Services and or Student Services processes and procedures. The Workforce and Quality Analyst will support strategic communication with Specialist, Supervisors and Managers by monitoring call, cases and chat volumes. The Workforce and Quality Analyst will be responsible for documenting and communicating all issues that impact service level agreements (SLA) while ensuring all staff are efficiently utilized and in the proper channel/task. This will include exception management and applying mitigation tactics when vendor and internal site outages occur. to training materials, as needed, to improve the overall experience.

Requirements

Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
Ability to adapt to a changing environment as new and updated processes are implemented
Ability to effectively communicate verbally and in writing
Ability to work proactively and anticipate upcoming situation
Able to work in a team environment as well as independently
Ability to work independently with minimal supervision
Broad knowledge of Assessment Services and Student Services
Demonstrates strong organizational skills
Capable of problem-solving and creative thinking
Bachelor’s degree in a related area
Two (2) years of experience related to contact center auditing, evaluating and developing scorecards, leading and tracking calibration activities.
Experience in lieu of education Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements . Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.
Prolonged periods sitting at a desk and working on a computer.
M ust be able to lift up to 15 pounds at times.

Responsibilities

Coordinates appropriate staffing allocation and availability of team members to achieve service level agreement (SLA) objectives.
Monitors multiple traffic channels to ensure optimal staffing levels.
Administers volume contingency action plans to ensure continual and quality service.
Monitors incoming volumes, reacts to emerging trends, and triggers appropriate actions to mitigate spikes and escalates issues according to escalation plan for issues such as system outages.
Runs and analyzes reports and adjusts adjusting staffing levels to meet departmental productivity and service level goals.
Assists in developing, creating, and implementing quality processes and procedures.
Makes recommendations for enhancements to training materials.
Identifies opportunities for process and procedure changes to improve students’ experiences.
Handle daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests.
Facilitates real-time discussions with necessary stakeholders.
Performs other duties as assigned